Política de reembolso

Exchanges

• We accept product exchanges within 15 days from the purchase date.

• Products must be in their original condition, unused, with intact tags, and inside the corresponding original packaging.

• Exchanges are subject to stock availability.

• We only accept exchanges for size.

• Shipping costs for exchanges must be covered by the customer. We do not accept cash-on-delivery returns.

• Products on promotion or discount are not eligible for exchange.

Exchange and Return Procedure

• To initiate an exchange or return, please contact us at ilai.knitwear@gmail.com with your order number and the reason for the exchange or return.

• We will provide you with an address to send the garment to.

• Once we receive and verify the returned product’s condition, we will process the exchange or return within 10 business days.

Products Not Eligible for Exchange or Return

• Sale, clearance, or end-of-season items are final and not eligible for exchanges or returns, unless they are defective or damaged.

Shipping Costs for Exchanges and Returns

• ILAÍ will cover shipping costs for exchanges and returns in cases of defective products or shipping errors.

• For other cases, the customer is responsible for return shipping costs, unless otherwise agreed.

Refunds

• Refunds will be processed using the same payment method used for the original purchase. Please allow up to 10 business days for the refund to appear in your account, depending on your credit card issuer or financial institution's policies.

 

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Right of Withdrawal Policy

Right of Withdrawal

• We recognize and respect our customers' right of withdrawal. If you are not completely satisfied with your purchase, you have the right to withdraw and return the product within 5 days from the date you receive your order, in accordance with applicable laws and regulations in your jurisdiction.

Conditions for Exercising the Right of Withdrawal

• To exercise the right of withdrawal, the product must be in its original condition, unused, with all tags intact, and in its original packaging.

• The right of withdrawal does not apply to products that are personalized or modified according to customer specifications.

• The customer is responsible for return shipping costs, except when the return is due to our error or a defective product.

Withdrawal Process

• To exercise your right of withdrawal, please contact us through customer service at ilai.knitwear@gmail.com, providing the order information and the reason for the return.

• We will send detailed instructions on how to return the product.

• Once we receive and verify the returned product’s condition, we will process the refund using the original payment method within 10 business days.

Exceptions to the Right of Withdrawal

• The right of withdrawal does not apply to products that have been used, damaged, or are not in their original condition.

• We reserve the right to reject returns that do not meet our return conditions.

Refunds

• Refunds will be made for the total value of the returned product, excluding original shipping costs unless the reason for the return is our error or a defective product.

Exchange Policy

• If you prefer to exchange the product for another item or size, please contact us, and we will be happy to assist with the exchange process, subject to stock availability.

Payment Reversal

• A payment reversal may be requested for purchases made on our website for any of the following reasons:

• You were a victim of fraud.

• The transaction was unsolicited.

• The product was not received within the established timeframe.

• The delivered product does not match what was requested.

• The delivered product is defective.

Procedure to Request a Payment Reversal

• To request a payment reversal, please contact us within 10 business days from the day you became aware of the issue, the day you received a defective or incorrect product, or the day you should have received your order.

• Send an email to ilai.knitwear@gmail.com, including:

• The reason for the payment reversal request.

• The applicable reason from the list above.

• The amount requested for reversal.